Building a community can be a really tough job. People come and go for so many reasons.
Sometimes it’s because they’ve outgrown what the community can offer. Sometimes it’s because life just happens and they need to cut back on expenses or take a break for awhile or whatever. And sometimes people leave because they weren’t a good fit in the first place and didn’t find what they were looking for in that community.
In today’s episode I’m talking with David Masnato, the Community Experience manager for Pat Flynn’s SPI Pro community. Earlier this year, he participated in my Quiz Creators Course and Coaching program because he was interested in learning how to use quizzes to make the SPI community member experience even better.
So I asked him if he’d share his thoughts about the Quiz Creators Course and the process we used to help him create quizzes which are already having a positive impact on the customer journey for SPI Pro members.
Listen in as David, a highly experienced community manager, shares the reasons:
- Why both he and SPI are so intensely focused on improving customer experience
- How he identified ways to use intake and exit form questions to more deeply understand what potential customers are looking for from the SPI community, before they join
- How asking great questions in the form of quizzes is a highly effective way to gather data that makes it possible to identify gaps in user experience
- How the Quiz Creators Course and Coach program taught him to think differently about questions and the role they can play in understanding customers needs
Trudy Rankin is the host of the Online Business Launchpad Podcast, Director of West Island Digital and the founder of the Online Business Lift-Off program.
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David Masnato is the Community Experience Manager for SPI Pro, a community for online business founders/owners that was founded by Pat Flynn. SPI Pro is owned and operated by SPI Media.